Nordic Thingy91 Error updating Modem Firmware

[MikeyP]

I have setup my new Thingy91 and got it connected to nrf Cloud.  I can see environmental sensor data in the terminal window but it is asking me to update the modem firmware to see services etc.

When I try and use nRF connect Programmer to update the modem firmware via USB it fails each time with the error message 

"MCUboot DFU failed. Please make sure that the device is in MCUboot mode and try again."

I am powering up the device with SW3 pressed and I have the option ticked for MCUBoot.

Can you suggest what I should try next as I am not sure which application/firmware is working or not working and how to get the system updated to the latest firmware.

Regards

Mike

2020-07-24T10:09:12.068Z INFO Application data folder: /Users/michaelpyott/Library/Application Support/nrfconnect/pc-nrfconnect-programmer
2020-07-24T10:09:12.177Z DEBUG App pc-nrfconnect-programmer v1.4.3 official
2020-07-24T10:09:12.177Z DEBUG App path: /Users/michaelpyott/.nrfconnect-apps/node_modules/pc-nrfconnect-programmer
2020-07-24T10:09:12.177Z DEBUG nRFConnect 3.4.1 is supported by the app (^3.3.0)
2020-07-24T10:09:12.177Z DEBUG nRFConnect path: /Applications/nRF Connect.app/Contents/Resources/app.asar
2020-07-24T10:09:12.178Z DEBUG HomeDir: /Users/michaelpyott
2020-07-24T10:09:12.178Z DEBUG TmpDir: /var/folders/s3/x3kpzx597cddq3565v7c24kw0000gn/T/
2020-07-24T10:09:12.211Z INFO Using nrfjprog library 10.9.0, pc-nrfjprog-js 1.7.3
2020-07-24T10:09:12.213Z VERBOSE Could not fetch serial number for serial port at /dev/tty.Bluetooth-Incoming-Port
2020-07-24T10:09:12.213Z ERROR Error while probing devices: Error occured when get serial numbers. Errorcode: CouldNotCallFunction (0x9)
Lowlevel error: INVALID_OPERATION (fffffffe)

2020-07-24T10:10:53.563Z INFO Modem DFU starts to write...
2020-07-24T10:10:53.563Z INFO Writing /Users/michaelpyott/Desktop/Thingy91/thingy91_fw_2020-04-29_bc7ade8b/mfwnrf9160120.zip to device
2020-07-24T10:10:54.020Z ERROR MCUboot DFU failed. Please make sure that the device is in MCUboot mode and try again.

[Heidi]

Hi!

We are looking into this issue. It seems there are a few customers experiencing the same thing, and I was able to reproduce the issue at my desk.

Unfortunately, due to the holidays here in Norway we are very low on staff so delays are to be expected.

Best regards,

Heidi

[MikeyP]

Hi Heidi

Thank you for the update.  Its good that you have been able to re-produce the problem.  I look forward to getting an update soon.

I worked in beautiful Norway for 8 years so I know how July goes.

Regards

Mike

[Heidi]

Hi again,

So we have concluded that the issues customers are seeing on Windows is due to a previously known error that involved an old driver.

However, it looks like you're on Mac OS, and we're not able to reproduce this issue on Mac at the moment, unfortunately. 

Which version of the Thingy:91 do you have?

Which version of nRF Connect Programmer application are you using?

Could you try upgrading the JLink driver to JLink 6.80a and see if that changes anything?

[Heidi]

MikeyP There is a new version of the Programmer application out that should have fixed this issue on MacOS. Could you please try it let me know. 

[MikeyP]

I updated the programmer to the latest version and tried the steps again to update the modem firmware.  Still exactly the same error indicating the device isn't in MCUBoot.

Please advise what else I can try?  I would really like to get the unit working for my development.

[Heidi]

Okay, could you please answer the questions above regarding the HW version of the Thingy:91 and the JLink version? 

[MikeyP]

Attached is a picture of the Tningy91.  Not sure how to get HW version and JLink version as I am using the USB programmer app (nRF Connect v3.4.2 - Porgrammer)

This was taken from the output of the LTE Link Monitor if it helps

2020-08-06T13:14:43.214Z INFO Nordic Semiconductor ASA nRF9160-SICA [mfw_nrf9160_1.0.1] SerNr: 352656100836009

Regards

Mike

[Heidi]

Okay thanks, you have the Thingy:91 v1.0.0 2019.34, which should work with the newest nRF Connect Programmer on macOS. Could you provide the full log file when you try to update the modem FW in the Programmer application, by pressing this button and attaching the text file that pops up? 

[MikeyP]

Apologies for the delay in responding I have been on vacation.

Please find attached the log file from trying to update the modem firmware.

Regards

Mike

2020-08-19T11_08_01.375Z-log.pdf

[Heidi]

Thanks for the log. Unfortunately, I didn't tell us anything interesting. 

We suggest you uninstall nRF Connect for Desktop and the JLink drivers and instlal everything again. And when programming, make sure to hold down the SW3 button and power on the device. 

Also, specifically which macOS are you on?

[MikeyP]

Ok I will give that a try

Mac OS version is Catalina 10.15.6 (19G2021)

I am holding down SW3 when powering on the unit .

[MikeyP]

I have just un-installed and re-installed the nRF Connect app on the Mac and tried again to update the modem firmware.  I get exactly the same error.